IS Client Services Analyst

Job Description

Job Description

Arizona Community Physicians

IS Client Services Analyst

Department Information Services

Reports To Client Services Analyst

Location Executive Central Business Office / ACP Locations

Status Full-time

Description

Become part of Arizona Community Physicians (ACP), Arizona's largest and most successful physician-owned medical group. ACP is a patient-centered organization consisting of approximately 800 employees and 166 providers across family medicine, internal medicine, geriatrics, pediatrics, endocrinology, dermatology, and gynecology. ACP operates in 40+ locations of varying sizes throughout Tucson, Oro Valley, and Green Valley.

Our Information Services Department is seeking a qualified candidate to join our collaborative Client Services team in delivering excellent technical support to ACP employees and clinical operations. This position is based at our Executive Central Business Office and supports users across ACP's administrative and clinical locations.

Job Summary

The IS Client Services Analyst provides first-level and intermediate technical support for endpoint computing hardware, software, peripherals, mobile devices, printers, and related systems. This role is responsible for responding to user requests, troubleshooting technical issues, supporting day-to-day operations, maintaining accurate documentation, and delivering a high level of customer service.

The ideal candidate is technically capable, customer-focused, organized, and comfortable supporting users in both office and clinical environments. This position works under the direction of the Lead Client Services Technician and collaborates with other Information Services team members to resolve issues, complete service requests, and support technology projects.

Essential Duties and Responsibilities

· Provides timely, professional, and courteous technical support to end users by phone, remote support tools, email, ticketing system, and in person.

· Troubleshoots and resolves issues related to desktops, laptops, virtual desktops, mobile devices, printers, scanners, peripherals, and common business applications.

· Supports Windows operating systems, Microsoft Office, Microsoft 365 applications, web browsers, Citrix-delivered Epic clinical applications, and other business software used throughout the organization.

· Performs user account support tasks such as password resets, account unlocks, access troubleshooting, and basic permissions support in accordance with ACP security procedures.

· Installs, configures, deploys, moves, and replaces endpoint hardware and related equipment.

· Assists with workstation imaging, software deployment, patching, hardware refreshes, and endpoint lifecycle activities.

· Maintains accurate records of support requests, troubleshooting steps, resolutions, asset assignments, and equipment movement.

· Tracks, updates, and maintains IT inventory including workstations, laptops, monitors, printers, mobile devices, and related equipment.

· Escalates complex or unresolved issues to the Lead Client Services Technician, Systems Administrators, vendors, or other appropriate resources.

· Communicates clearly with users, team members, vendors, and management regarding issue status, timelines, and resolution steps.

· Follows established technical procedures, documentation, security standards, and change control practices.

· Assists with onboarding and offboarding tasks, including workstation setup, equipment recovery, access coordination, and user support.

· Provides basic end-user training and guidance for standard hardware, software, security practices, and business applications.

· Travels to ACP clinic and business office locations as needed to provide onsite technical support.

· Participates in a rotating on-call schedule or after-hours support as required.

· Participates in IT projects and may assist with small-scale technology initiatives.

· Identifies recurring issues and suggests process, documentation, or technology improvements.

· Maintains professional knowledge by learning new technologies, tools, and procedures relevant to the role.

Required Knowledge, Skills, and Abilities

· Working knowledge of Windows desktop operating systems in a corporate network environment.

· Basic understanding of Active Directory, user accounts, permissions, group membership, and password management.

· Familiarity with Microsoft Office and Microsoft 365 applications.

· Understanding of fundamental networking concepts including IP addressing, DNS, DHCP, Wi-Fi, VPN, and basic connectivity troubleshooting.

· Ability to troubleshoot hardware, software, printing, peripheral, and application issues.

· Strong customer service skills with the ability to communicate technical information to non-technical users.

· Ability to organize workload, prioritize support requests, and manage multiple tasks simultaneously.

· Ability to work independently while also contributing effectively as part of a team.

· Strong written and verbal communication skills.

· Ability to follow documented procedures and contribute to documentation when needed.

· Ability to remain calm and professional while supporting users in urgent or stressful situations.

· Ability to identify opportunities for process improvement and communicate suggestions appropriately.

Physical, Travel, and Work Requirements

· Ability to lift up to 50 pounds and move computer-related equipment such as desktops, monitors, printers, scanners, and audio/visual equipment.

· Ability to perform work that may require kneeling, crawling, bending, reaching overhead, and working under desks or in equipment areas.

· Ability to travel between ACP locations in Tucson, Oro Valley, Green Valley, and surrounding areas as needed.

· Valid driver's license, reliable transportation, and clean driving record required.

· Availability to occasionally work evenings, weekends, or participate in an after-hours support rotation.

Education and Experience Requirements

· Associate degree in Computer Science, Information Technology, related field, or equivalent technical certification or work experience.

· Minimum of 2 years of experience supporting desktop users in a networked business environment.

· Experience using a helpdesk ticketing system preferred.

· Experience supporting users in a healthcare, clinical, or multi-site business environment preferred.

Preferred Qualifications

· Experience with endpoint management, imaging, software deployment, or patch management tools.

· Experience supporting Microsoft 365, Exchange Online, OneDrive, Teams, and SharePoint.

· Experience with Active Directory user and computer administration.

· Experience supporting printers, scanners, label printers, and other clinical or office peripherals.

· Experience with mobile device support.

· Experience with remote support tools.

· Experience working with vendors for hardware, software, telecom, or service-related issues.

· Basic knowledge of Linux, web administration, IIS, Apache, PHP, or JavaScript is a plus but not required.